Handling Complaints Pocketbook: 2nd Edition
The Handling Complaints Pocketbook looks at why and how people complain and the key types of complaint: aggressive, passive, constructive and professional.
The author explains that all businesses should welcome complaints because they provide direct feedback and an immediate opportunity to improve the service to customers.
Sections cover a strategy for handling complaints and the use of transactional analysis in understanding complaint behaviour. The final segment looks at ways to turn complaints into compliments and create loyal customers.